Job Summary:

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center managers in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics.

Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customerservice standards contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and qualit...